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 Absolutely. Data alone cannot capture perceptions of value and success. For that matter, no one isolated technique--including an interview--can get to the bottom of what "makes  a person tick." It takes continuous immersion in and engagement with a customer over time. But a framework and system is still needed for, first of all, focusing association on the true indicators of customer value and engagement vs. mere participation; monitoring and benchmarking progress; establishing incentives and rewards and organizing around the single goal of providing unique and relevant customer value.  

2 years, 1 month ago on True Customer Engagement: the Leap Beyond User Experience


 @Jill Farrow

 Hi Jill: Sorry for the delay. There was a glitch and I was never notified of your comment. I am so happy that you appreciated the practical applications of concepts. You made my day. You are so right that it takes a major, present disruption (anything in the future, however imminent, is experienced as unreal) to yank us out of habit and lethargy. I am always struggling to demonstrate execution and practical applications;  to convey that strategic thinking and concepts does not mean impractical thinking. It means understanting the link between the smallest and most mundane elements and the big picture and doing things differently and with the purpose'


Urgency is another tough concet. As you said, it so difficult for all of us to lead with a keen sense of purpose and urgency if we are not in a crisis. And you are right that it is a test of leadership to set the tone rather than be absorbed by "business as usual."  I found that one of the differences betwwen successful, growing organizations and those that are declining is a sense of urgency and purpose in the former.  If you have more thoughts or examples of this kind of leadership dilemmas and the most debilitating obstacles to these new benchmarks, I'd love to hear them.  Thanks for your insights and kind words.

2 years, 2 months ago on New Benchmarks for Success in the Knowledge Age


 @Mr Ryan Connors  @annacaraveli

 Ryan, thanks for your good words and questions. I have struggled for a long time to find way to develop more objective outcome- based measures of engagement that measure sucess vs. participation. I have come up with an engagement continuum with nominal participation on one end of the continuum and complete engagement on the other end. The various stages of engagement are measured by the members' perceived value of their membership: from "nice but not necessar"y to have; to "practical and usable but not that unique," to "indispensable to some aspect of my success."  I don't think data alone can measure perceptions of value and success, but perhaps there is a checklist of questions and categories of date that can be tracked.  If you have any ideas or thoughts, please feel free to drop me an email and discuss ( 

2 years, 2 months ago on True Customer Engagement: the Leap Beyond User Experience